Been a while since I posted, my speed hasn't returned to what it was (8.8Mbps). It's currently at -
I spoke to one of Orange's wind up merchants who told me that the line is opperating within acceptable speed and that the reason that it has been set at that speed is because, back in March there was a fault on the line!
Everytime I spoke to them about a fault on the line, in March, they said there wasn't one!
I know the problem wasn't the speed as the line was disconnecting when the speed was below 1Mbps!
I just for some reason thought about the problems I was having earlier in the year when I was still an Orange customer and dropped by to take a look ... I can't believe you are still being messed about by them.
The final straw on my last day (still 5 days to go, of the 30 they have to fix a problem) was the "fault team" ringing me and telling me I would now be on 5mbps ... I pointed out that I had been on 8mbps before and they told me I hadn't been. I ended up speaking to the CEO's team again but they still wouldn't answer my questions about DLM and I gave them an ultimatum to answer it or I would conclude that it was their fault and leave my contract. The fact they let me out of my contract WITHOUT having to pay the remaining 17 months of it I think proves they knew they were in the wrong.
5 hours after the call the "fault team" again rang me to say I would now be on 12mbps ... no knowledge of the earlier call or that my line "would never take anymore than 5mbps". They wouldn't confirm that this was because they had put a manual profile on my line either.
Over the next week or so while I waited to transfer to a new ISP my line was solid on 14mbps.
I have now been with o2 (now Sky) for nearly 2 months ... and my profile ... on the "up to 20mbps" package ... 19.3 mbps
I can only say, apart from a few exceptions, David in the Exec Office and Vince in the Tech Team, that Oranges staff are without doubt the worst people I have ever dealt with in private or 20+ years working in IT. o2 (now Sky) are completely different, the 1st line teams are good, very helpful and knowledgeable. Their 2nd line team is truly a 2nd line team, real experts.
Just look at my speed now, basically Orange would never have given me that profile, therefore they were in breach of their contract with me, I would advise anyone with a problem to do as I did .. be a pain, keep at them and don't give up.
@mc fontaine every time I deal with "Tech support" I feel as if I'm just being fobbed off by someone who is reading a script who want's you to ring back tomorrow so someone else has to fob you off!
I was phoned recently, it may have been Orange but I didn't take the call, the person who did shouted (I was up stairs) "they're asking if your skybox is working?", I told them to tell them "I don't have a Skybox"
Anyway after I'd drank some coffee I thought it might have been Orange asking if my Livebox was working, even though they'd replaced it with another router, which I'd later replaced with a Linksys WAG354G v1.
I emailed them asking if they'd rang and said the speed hadn't returned to what it was.
I got this reply -
"Hi Reck (I've changed that to my post name),
Thank you for your email.
I'm sorry to learn of the problems you're experiencing with connection
speed, due to the nature of this problem, you'll need to carry out Three
speed tests at this website www.speedtester.net. The tests need to be
conducted at Three different times of the day morning, afternoon and
evening, once you have the Three downstream and upstream results,
contact our Technical Support team on the number provided below who will
use the collated results to further investigate and resolve you're slow
speed issues.
If you have any further queries then please do not hesitate to get in
contact with us again.
Kind Regards
Syed"
Oh no not again I thought so sent back -
"This is an existing problem that was reported on 12th March, speed tests were carried out then and after many phone calls I was told the speed would return to to normall after two weeks, it has improved but isn't what it used to be. It is currently at 6.2 Mps, it used to be 8.8Mps.
Whatever was causing the disconnections seems to have stopped but the speed has not returned as promised."
and got back -
"Hello Reck (again changed for my post name),
Thank you for your email.
I'm sorry to learn that you're still experiencing difficulties with your
speed.
As you're still experiencing slow speed issues you'll need to contact
our technical support 08448738586. Calls to this number are charged at
5p per minute.
If you have any further queries then please do not hesitate to get in
contact with us again.
Kind Regards
Marie"
I replied -
"I have no more information to give you that I didn't tell you on the many phone calls I previously made and at my great expense! If you need to speak to me I suggest you ring me.
I believe I can cancel my contract with Orange if you fail to resolve a problem, with service, within 30 days. It has been 56 days since I reported this."
I got back this -
Dear Mr Reck,
Thank you for your email.
I'm sorry to learn that you're experiencing slow broadband speeds,
please accept my apologies for any inconvenience that this may cause
you.
As previously advised we do require you to run 3 speed tests at
different time of the day and to give us the , once we have these
results we can assist you further.
We do allow customer?s to cancel with no penalties after 30 days of
consecutive checks being carried out. At the present time you?re
unwilling to carry out the remaining checks that we?ve asked you to do
as such you may be charged a cancellation or disconnection fee if you
decide to cancel your broadband service with us.
To carry out your speeds tests please go to www.speedtest.net and then
email us back with the results if you're unhappy to call our technical
help line.
If you have any further queries then please do not hesitate to get in
contact with us again.
Kind Regards
Emma"
I never said I was unwilling to do the speed tests, just that I had already done speed tests and the issue was unresolved and at no point in my many phone conversations was I told that I would have to do "30 days of consecutive checks". I also noticed that they'd got formal calling Mr.!
I tried ringing them on 01709 481 900 but you now get a recorded message saying they tried to ring you and they will call you back so I rang the free phone number and spoke to someone who seemed unhappy that I'd got through to them and when I said this problem was originally reported in March was like "pffffttt March was months ago and you're just ringing again now, you need to ring up more than that!" (Alright he didn't actually say that appart from the "pffffttt March" bit but that was enough for me to draw what he meant). My doubled phone bill would also tell a different story about not ringing up!
So this guy tells me that the line is opperating within acceptable speed and that the reason that it has been set at that speed is because, back in March there was a fault on the line!
So basically either he is lying or everyone I spoke to in tech support was lying when I spoke to them in March and April when they told me there was no fault on the line!
Joined: 13 Nov 2009Posts: 408Location: South East Essex
Hi Reck
Something is seriously wrong.
You're on the 10dB profile and with an attenuation of 27dB you should have a downstream rate of maybe 16meg not < 7meg. Also upstream should be nearer 1.3meg.
My attenuation is 31dB & I get 14.3meg/1.3meg so yours must be better than mine.
The way 0range control the speeds is by increasing/decreasing the noise margin & yours being on 10dB is the best you'll get, unless they've capped you as they did with BroadBandKing.
It's almost as though you're on the 8meg package not the 20meg one.
I agree with Tim, you should be on a lot higher with those stats.
I am capped on 12 meg, but my line could go a lot faster.
Yes you may think I am being greedy but I had my line at 15+meg on Thu/Fri without any problems, but then I was capped!
I have been running on 4.8dB all morning without a glitch at all. Yet I cannot get my router to 15 meg, because I am on 12 meg on 10dB and I am on 12 meg on 4.8.
What I would do Reck is see if you can tweak your router either using router stats or the DMT tool, get a margin of around 6dB and see if your speed increases. If it does not then you are capped.
I have complained to Orange this morning and informed them that I am quite happy to have my router running at around 6dB and I will take the chance of it resyncing if the line gets noisy. But I think 10dB is too big a margin and with me managing to run my router for many hours at 6dB and less, I think the customer should be given the chance to run at faster speeds.
I know Orange read these forums so can I ask for the bigger profiles to be put back on my line and I am more than happy to tweak my settings myself until I get a speed that I am happy with and my line is happy with.
10dB is too high and other ip's go down to 6dB, orange should allow customers to have the same choice.
Well the latest from me is that my router ran at 4.9dB all day yesterday without any problems, however still stuck at 12 meg when my router reports max attainbale is 19meg.
So how come the DLM has not intervened to raise my speed? Why not even a single resync from the DLM to see if I can run at a faster speed?
It certainly was keen enough to drop my speeds in the early days so how come it won't even raise my speed? Is my line capped? It looks that way!
Just had several resyncs between 9:40am and 9:50am.
DLM tried to raise the noise margin to 10, then 8, then 6 but has finally settled on 5.1. However my speed is still 12 meg even though router reports max of 19meg. I have noticed that the interleaving has been turned down to a depth of 128 from near 400, so some improvement. Just need the DLM to sync me higher if it can!
Joined: 13 Nov 2009Posts: 408Location: South East Essex
BBK
Personally I'd just set the adjustment within the routers firmware to 100% and not play around any further.
Let the DLM settle for a few days as you seem only to be making matters worse.
The DLM on your particular line seems to have been particularly sensitive & I guess it's not reacting well to what you're doing.
For my line the DLM seems not to have been at all concerned with what I've been doing over the last 4 weeks but because of what happened to you I've gone back to standard settings.
I've also written to my contact within the Executive Office explaining in detail what I've been experimenting with and the results I've achieved. Maybe 0range will change the profiles - I can but dream.
A question for you. Was it the DLM that changed your SRNM down to 8 , 6 & 5.1 or was that you?
It was the DLM that messed on with my SNRM values this morning eventually settling at 12 meg and a value of 5.1.
I have just ran a few tweaks on my router using the DMT tool from figures of 300% down to 10%.
SNRM of 23, download speed was 6324 out of a max of 16211
SNRM of 19.8, download speed was 7857 out of a max of 18288
SNRM of 17.4, download speed was 8190 out of a max of 20434
The above was on an interleaved line of 64 depth.
SNRM of 13.0, download speed was 8186 out of a max of 13516
SNRM of 11.9, download speed was 8186 out of a max of 15484
SNRM of 6.4, download speed was 8187 out of a max of 19343
The above was on an interleaved line of 128 depth.
I am most certainly stuck on an 8 meg profile. I too have emailed Orange exec office with my findings and asking for all high profiles to be put back on my line. At 10dB, orange default I should be on 12 meg, I would still like the option of tweaking it down to 6dB (same as other ips) and get 15 meg.
In the meantime I will leave router at default margin of 100%, i.e. around 10dB and see what happens. Lowering it at the moment makes no difference to my download speed, even though in theory and in practice last week, it should!
I guess the DLM on my line could not cope with a user adjustment noise margin of 6dB and has more or less dropped my speed to 8 meg capped. Not sure why as my line can handle 15 meg quite easily, maybe Orange need to reprogramme their DLM to process noise margins less than their high 10dB, who knows?!? Or maybe Orange have intervened themselves!
But I am of the opinion that you should be able to tweak the SNR margin and the DLM should be able to cope.
Don't Orange have a 3rd party managing the line for them? I think they do.
That is the reason why you cannot ask them to put you on a manual profile or ask for a SNRM of 6dB so easily. They would have to raise the paperwork!
Other ips encourage their customers to tweak their line, Be/o2 (now Sky) being one, even allowing the tweak settings to be on the user panel when they log into their accounts! Or even on the phone and it is done instantly!
We find a good method of tweaking our speeds and I guess Orange are not happy! But Orange must remember we are the customers, without customers they would not exist and if I want to be able to tweak my line and get a faster speed or even a slow speed with less latency, then I should be able to. What the customer wants and all that!
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